Advisor, Trust and Safety

Role: Advisor

Title: Advisor, Customer experience

Location: Bangalore

Reporting to: Assistant Manager, Customer experience

About Phonepe :

PhonePe is India’s leading digital payments platform with over 280 million registered users. Using PhonePe, users can send and receive money, recharge mobile, DTH, data cards, pay at stores, make utility payments, buy gold, and make investments. PhonePe went live for customers in August 2016 and was the first non-banking UPI app and offered money transfer to individuals and merchants, recharges and bill payments to begin with. In 2017, PhonePe forayed into financial services with the launch of digital gold, providing users with a safe and convenient option to buy 24-karat gold securely on its platform. PhonePe has since launched Mutual Funds and Insurance products like tax-saving funds, liquid funds, international travel insurance, Corona Care, a dedicated insurance product for the COVID-19 pandemic among others.

About Customer Experience Function :

At PhonePe, the customer experience team takes full ownership of customers’ problems and strives to provide quick and meaningful resolution. They are the ones bettering our product everyday with real time insights and customer feedback.

Function Summary:

The PhonePe Customer Experience Operations team is focused on addressing problems that our customers encounter while using PhonePe.

As part of the team, you will look to understand customer issues better and improve customer experience by working with other internal teams to improve solutions that we can offer. Customer Experience Operations offers an ever changing landscape of varied challenges as every customer conversation is different. This offers us an opportunity to develop and challenge ourselves as we move ahead in our careers

Role Responsibilities:

• Act with integrity & think customer-first in every interaction

• Handle PhonePe account and transaction related queries

• Ability to flex between phone & data channels

• Follow specified process guidelines to bring about resolution

• Build customer trust through their interaction

• Ability to meet hourly & daily productivity goals

• Leverage internal processes and resources to drive resolution

Escalate appropriately taking support from relevant teams to resolve customer issues Recommend process improvements

• Engage & Educate customers so they’re able to leverage PhonePe to the fullest

Experience, Skills, Qualifications:

• Have excellent written and verbal communications

• Have good learnability

• Be an active listener and deal well with objection

Have strong customer orientation and ability to adapt/respond to different scenarios Be a team player, flexible and open to feedback

• Ability to multitask, prioritize, and manage time effectively

• Should be able to speak in English and Hindi

• Graduation (10+2+3) is Mandatory

• Multilingual skills (spoken + written) in South Indian languages are preferred